Customer Care Advisor
Agency Jacana Energy Contact

Hayley Whiteman via email at:
Work Unit Customer Care Leadership [email protected]

Group

Job title Customer Care Advisor Agency information
www.jacanaenergy.com.au

Designation Jacana Energy Level 1
Information for applicants

Job type Full time Applications must include a one-page summary
about you, a detailed resume and copies of

Duration Ongoing tertiary qualifications. For further information for
applicants and example applications see:

Salary $58,843 - $77,282 http://www.nt.gov.au/ocpe

Location Darwin Special Measures

Position 37312 Jacana Energy values diversity in the workplace that
number represents the community. Therefore, under an

approved Special Measures Plan, eligible Aboriginal
RTF 353459 and Torres Strait Islander (Aboriginal) applicants will

be granted priority consideration for selection. For
Closing 13/08/2026 more information on Special Measures, go to the

OCPE website.

Information about selected applicant’s merit
If you accept this position, a summary of your merit
(including work history, qualifications, experience,
skills, etc.) will be provided to other applicants to
enable transparency and understanding of the
decision. For further information see:
http://www.nt.gov.au/ocpe

Apply online link
https://jobs.nt.gov.au/Home/JobDetails?rtfId=353459

ABOUT THE ROLE
Provide superior customer focused services to a broad customer base in a Contact Centre
setting and support customers with a variety of enquiries through telephone and
electronic mediums.

CORE RESPONSIBILITIES
What you will be doing:
1. Actively provide high standard of quality and timely customer service experience in line

with Key Performance Indicators (KPI’s)

2. Work with customers to identify the most relevant JE products and services to assist
with their electricity requirements.

3.



Respond promptly to customer inquiries with quality first contact resolution delivery.

4. Maintain customer databases, accounts, forms, applications, requests and record details
of inquiries, comments, and complaints.

5. Ensure correct regulatory obligations processes are followed as well as maintaining a
positive customer experiences.

6. Comply with the NTPS and Jacana Energy’s Code of Conduct, NTPS and Jacana
Energy, corporate values and strategies, policies and procedures as well as other
relevant regulatory guidelines.

SELECTION CRITERIA
The ideal candidate must have:
1. Demonstrated ability to apply effective written and verbal communication skills, with a

sound understanding of the Privacy Act legislation and the importance of maintaining
customer confidentiality.

2. Demonstrated problem‑solving and critical thinking skills, enabling timely and effective
resolution of customer issues in a fast‑paced, phone‑based environment.

3. Proficient computer literacy skills including operational experience of a customer-based
information system.

4. Demonstrated ability to work effectively within a team environment to ensure positive
organisational outcomes are achieved.

5. Proven ability to multitask, contribute innovative ideas, and remain effective in a
fast‑paced environment.

6. Proven initiative and self‑motivation, with the ability to achieve KPIs, work independently
with minimal supervision, and perform under pressure to meet deadlines.

7. Proven numerical accuracy and strong attention to detail to ensure the accuracy of
account and customer transactions.

8.



Commitment to delivering a high standard of customer service and operating in
alignment with Jacana Energy’s corporate values of Diversity, Innovation, Honesty,
Teamwork, and Wellbeing.
You may also have:

1. Recent experience working within a contact center environment

CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.

Action orientated Taking on new opportunities and tough challenges
with a sense of urgency and enthusiasm.

Communicates effectively Developing and delivering multi-mode communications
that convey a clear understanding of the unique needs
of different audiences.

Customer focus Building strong customer relations and delivering
customer centric solutions.

Ensures accountability Holding self and others accountable to meet
commitments.

Instils trust Gaining the confidence and trust of others through
honesty, trust, integrity and authenticity.

HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at https://jobs.nt.gov.au/Home/JobDetails?rtfId=353459

FURTHER INFORMATION
Willingness and ability to work flexible working hours between the hours of 8am-6pm.

The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A criminal history will not exclude an applicant from this position
unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.

Jacana Energy offers a range of employee incentives. Head over to our careers page for
more.

📌 Customer Care Advisor (Darwin)
🏢 Jacana Energy
📍 Darwin